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Retail Selling Skills - Coggle Diagram
Retail Selling Skills
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- Self-preparation and personal hygiene.
- Workplace preparation, including knowledge of shop, floor, section, products, inventory system.
- Market awareness, trends, fashions, competition.
- Knowledge of customers, buying motivations.
- Stock arrangement and displays, cleanliness, dressing.
- Pre Sale Preparations Checklist
- Counter/section cleanliness, display as per planogram.
- Replenishment organization, circulation plan, display checks, price/security tags, cash counter cleanliness.
- Knowledge of store schemes, achievements, targets.
- Lighting, customer convenience facilities.
- Refresh product knowledge.
- Welcoming and making the customer comfortable.
- Approach and greet, listen and understand needs, avoid hard selling and interruption.
- Importance of interactions for purchase probability.
- Following a good opening, aim for closing.
- Discovering and analyzing customer's needs.
- Need analysis based on underlying buying reasons, utilizing "CREWSADE" motivators.
- Link product features to customer needs and buying motives.
- Read customer's mind, translate facts into benefits.
- Develop entry point for product presentation, convey value through handling.
- Importance of objections as a step towards sale closure.
- Reasons for objections, responding techniques (listen, remain calm, never interrupt).
- Handling objections: genuine problem vs. excuse, methods like forestalling, "Yes, But," superior point, digging technique.
- Recognizing buying signals, verbal and non-verbal.
- Techniques: direct close, assumption close, limited choice close, suggestion close, summary close, isolation stage, urgency close.
- Role as product consultant, offering related products.
- Timing and strategy for suggestions, suggest complementary items, substitutes, special offers, multiples, additional items.
- Selling add-ons subtly, being a product consultant.
- Aim for strong, long-term customer relationships.
- Concepts: Lifetime value of the customer, personal customer knowledge, customer database maintenance.